Customer complaints are an inevitable part of business. A few simple policies and skills can help control the situation. Start by understanding that the goal of good customer service is to keep normal people from becoming more angry or difficult, not to make crazy people sane.

The downturn in the economy has been a challenge for most contractors, with many looking for business help. As we work to turn around failing roofing contractors, patterns begin to emerge.

During the past few months, I have been zooming around the country teaching seminars and speaking at roofing conventions. On several occasions, I was speaking one-on-one with roofing contractors who commented about their strong administrative help.

I know I have written about this topic in the past, but recent overwhelming interest in this topic tells me it is time to talk about it again. I was lucky enough to speak on this topic at the 2011 International Roofing Expo in Las Vegas and the interest was undeniable. There I was at 7:45 a.m. in Las Vegas and the room was full of contractors who were eager to discuss the topic.

Planning is something each and every one of us handles differently with much of it driven by our personality. There are numerous things we mean to do in life but never get around to. Unfortunately, when disaster strikes, it is too late to try and figure it out.

Cash flow and emotions are funny things. There is no better feeling than being cash rich on Saturday night. The feelings of money and success engulf us at a very young age. 

Frequently, contractors will ask how much volume should a salesperson or project manager be able to sell. This is a very difficult question to answer because there are so many variables. 

Most bosses tend to see themselves as leaders even if they are not. Leadership comes in all shapes, sizes and forms but is one of the most misused buzzwords business academics and consultants like to pontificate about.

With a tougher economy, rising financial pressure and less overtime, field employees doing “side work” and competing with employers is a growing issue. Throw in an environment with more and more subcontract installers and things are even worse. Side work is not a new phenomenon; it has been going on forever. 

There is no question we are in uncertain economic times. One of our motivations for starting a small business was to control our own destiny and to be our own boss. Currently, we are uncertain which direction to take and it makes us uncomfortable. This is a natural feeling; wandering in the dark makes everyone nervous. However, things are not as hopeless as you might think.